American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated June 10, 2015 regarding the complaint filed by Alex Kaganskiy. Please be advised that Ms. Kaganskiy’s complaint relates to her experience with New Jersey American Water and does not involve AWR. Furthermore,...
Ms. Kaganskiy is not enrolled in any of the protection programs offered by AWR.Please contact me with any questions. Thank you for your time and consideration.
[A default letter is provided here which indicates your acceptance of...
the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is very satisfactory to me. I am extremely thankful and grateful that this matter could be resolved and that the business recognized and accepted their fault.
When meter was removed on 11/10/15 the read was is line with previous reads. The meter has not been tested yet. We are waiting for the results. I will contact customer once the meter has been tested.
I spoke to the local supervisor and he will be sending our contractor over this week to repair service leak. I called Mrs. [redacted] to advise and she will be contacting me back if work is not completed by the end of this week.
I spoke to [redacted] in reference to calls being disconnected. She was able to reach a representative late yesterday who was able to answer her billing questions. I advised customer that we are in process of hiring more agents and that I will refer the problem of the disconnected calls over to the...
Complaint: [redacted]
I am rejecting this response because:I am still trying to resolve problems with American Water and waiting for their response. Therefore, please extend this post to 10 more days. I will report back within 10 days.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I do NOT want to be charged a reconnection fee of any kind. In an email I wrote to Ms S[redacted] it said I received copies of letters supposedly sent to my residence regarding notices of turning my water being turned off due to non compliance of a new meter. The written notices were sent to the WRONG address. I believe this was unlawful
Regards,
[redacted]
Reviewed account with customer. Customer stated he tried to set up account for online banking to make payments. I found no record of that request and advised the customer to try again. Customer also stated he went to [redacted] in Cherry Hill NJ to try and make a payment. Customer stated [redacted] told...
him they no longer accept NJ American Water payments. That is not correct. Our Shared Services Dept followed up and all [redacted] stores accept our payments. The customer then mailed in the payment which was not rec'd in time. That is why the water was shut off. Advised customer to contact the Water Company if he has difficulties paying the bill. We will always work with the customer and set up a payment plan and payment extension if needed. Since customer's payment was late due to having to mail it, I did offer a one time credit of $28.00 for the reconnection fee the customer was charged.
This complaint came over on 11/6/15/I spoke with customer. There was usage here for 2 months. According to the customer, even though the property was vacant, the house was for sale and being shown by a realtor. The reads on this meter are actual reads, meaning usage has gone through this...
meter. We are able to obtain reads as there is a device attached to the meter that allows us to obtain reads with no one being home. The customer is still disputing the usage. We pulled the meter for a meter test. We met the realtor at the property who witnessed us removing the meter for a test. The results could take several weeks to get. I reviewed this with the customer.
Cash only status removed from account and waived fee as a courtesy. Referring to billing area to see what can be done to alert customers of any issues at time payment is being attempted.
The customer may have utilized a service called “[redacted]” to pay/consolidate financial information and may have changed their password information and did not update [redacted] with the new password for Web Self Service. [redacted] attempts to use a computer program to sign into their NJamwater...
account and pull information. (every day at the same time) and they can resolve this by updating or cancelling their [redacted] account. Company has reached out to the customer to correct the issue. T. H[redacted]/Customer Advocacy
Per investigation by NJAW, Intuit has admitted the issue was on their end and has been corrected. Customer's password was reset, on our end we have done all that we can do. Tom H[redacted]NJ American Water[redacted]
I am rejecting this response because:New Jersey American Water did not finish the job due to the fact that area affected was not covered with top soil and seeded.Please finish your job.
As of 12/6/6 repairs were made to the curb and retaining wall in the front yard. Topsoil and seed were placed around the curb line and meter pit. The customer was informed that we will go back in April to put a fresh coat of topsoil and seed. In addition numerous calls have been made...
to set up an appointment with the customer to determine damage was done to the electric dog fence and irrigation line. The contractor has called the customer 4 times and also visited the property leaving door tags with the direct number to call. Also, the supervisor of the local office has left messages. I also called two times, and [redacted] returned me call questioning why we needed to have appt set up and also to advise that we need to contact her husband. That is the number we have been calling all along. Without customer showing the contractor what repairs are needed, we cannot proceed with their request. Until customer can meet with the contractor to show damage done, we cannot assist the customer..
Spoke with customer. Explained that the Company needed to replace the meter due to a regulated periodic change. Advised the customer that service may be discontinued if a customer fails to allow reasonable access for the meter change. The reason for the shutoff was because the...
customer had not responded to five replace meter letters that were sent by mail to his home. Customer stated that mail was not his preferred method of communication, and that we could have reached out by other means of communication. He ignored the letters as junk mail and felt a phone call should have been made. I advised that letters are our method of communication because there is a paper trail, and is a sure method of contact with the customer. Based on his request, I made note that his preference of communication is by phone, but reminded him that letters will still be mailed for any contact. Water was already turned on the morning of 6/22, and I waived the reconnection fee for the customer. Customer is satisfied with the handling of the complaint. Customer Advocacy Rep was John T[redacted]
I placed a call to this customer to advise that the collections department is refunding the balance of the money not applied to her New Jersey American Water bill to her via check. I could not leave a message because the mailbox is full. If the customer calls she can reach me directly at [redacted]...
[redacted] Selina K[redacted]/NJAW Customer Advocacy Tell us why here...
American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated June 10, 2015 regarding the complaint filed by Alex Kaganskiy. Please be advised that Ms. Kaganskiy’s complaint relates to her experience with New Jersey American Water and does not involve AWR. Furthermore,...
Ms. Kaganskiy is not enrolled in any of the protection programs offered by AWR.Please contact me with any questions. Thank you for your time and consideration.
[A default letter is provided here which indicates your acceptance of...
the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is very satisfactory to me. I am extremely thankful and grateful that this matter could be resolved and that the business recognized and accepted their fault.
When meter was removed on 11/10/15 the read was is line with previous reads. The meter has not been tested yet. We are waiting for the results. I will contact customer once the meter has been tested.
I spoke to the local supervisor and he will be sending our contractor over this week to repair service leak. I called Mrs. [redacted] to advise and she will be contacting me back if work is not completed by the end of this week.
I spoke to [redacted] in reference to calls being disconnected. She was able to reach a representative late yesterday who was able to answer her billing questions. I advised customer that we are in process of hiring more agents and that I will refer the problem of the disconnected calls over to the...
liason. Customer satisfied.
Complaint: [redacted]
I am rejecting this response because:I am still trying to resolve problems with American Water and waiting for their response. Therefore, please extend this post to 10 more days. I will report back within 10 days.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I do NOT want to be charged a reconnection fee of any kind. In an email I wrote to Ms S[redacted] it said I received copies of letters supposedly sent to my residence regarding notices of turning my water being turned off due to non compliance of a new meter. The written notices were sent to the WRONG address. I believe this was unlawful
Regards,
[redacted]
Reviewed account with customer. Customer stated he tried to set up account for online banking to make payments. I found no record of that request and advised the customer to try again. Customer also stated he went to [redacted] in Cherry Hill NJ to try and make a payment. Customer stated [redacted] told...
him they no longer accept NJ American Water payments. That is not correct. Our Shared Services Dept followed up and all [redacted] stores accept our payments. The customer then mailed in the payment which was not rec'd in time. That is why the water was shut off. Advised customer to contact the Water Company if he has difficulties paying the bill. We will always work with the customer and set up a payment plan and payment extension if needed. Since customer's payment was late due to having to mail it, I did offer a one time credit of $28.00 for the reconnection fee the customer was charged.
This complaint came over on 11/6/15/I spoke with customer. There was usage here for 2 months. According to the customer, even though the property was vacant, the house was for sale and being shown by a realtor. The reads on this meter are actual reads, meaning usage has gone through this...
meter. We are able to obtain reads as there is a device attached to the meter that allows us to obtain reads with no one being home. The customer is still disputing the usage. We pulled the meter for a meter test. We met the realtor at the property who witnessed us removing the meter for a test. The results could take several weeks to get. I reviewed this with the customer.
Cash only status removed from account and waived fee as a courtesy. Referring to billing area to see what can be done to alert customers of any issues at time payment is being attempted.
The customer may have utilized a service called “[redacted]” to pay/consolidate financial information and may have changed their password information and did not update [redacted] with the new password for Web Self Service. [redacted] attempts to use a computer program to sign into their NJamwater...
account and pull information. (every day at the same time) and they can resolve this by updating or cancelling their [redacted] account. Company has reached out to the customer to correct the issue. T. H[redacted]/Customer Advocacy
Per investigation by NJAW, Intuit has admitted the issue was on their end and has been corrected. Customer's password was reset, on our end we have done all that we can do. Tom H[redacted]NJ American Water[redacted]
The account is still under investigation and I will respond as soon as we have completed our review....Thank you
I am rejecting this response because:New Jersey American Water did not finish the job due to the fact that area affected was not covered with top soil and seeded.Please finish your job.
Our Travelers Insurance company is handling the claim with the customer directly.
NJAW had a plumber contact [redacted] and all work was completed on Friday 9-9.
As of 12/6/6 repairs were made to the curb and retaining wall in the front yard. Topsoil and seed were placed around the curb line and meter pit. The customer was informed that we will go back in April to put a fresh coat of topsoil and seed. In addition numerous calls have been made...
to set up an appointment with the customer to determine damage was done to the electric dog fence and irrigation line. The contractor has called the customer 4 times and also visited the property leaving door tags with the direct number to call. Also, the supervisor of the local office has left messages. I also called two times, and [redacted] returned me call questioning why we needed to have appt set up and also to advise that we need to contact her husband. That is the number we have been calling all along. Without customer showing the contractor what repairs are needed, we cannot proceed with their request. Until customer can meet with the contractor to show damage done, we cannot assist the customer..
Spoke with customer. Explained that the Company needed to replace the meter due to a regulated periodic change. Advised the customer that service may be discontinued if a customer fails to allow reasonable access for the meter change. The reason for the shutoff was because the...
customer had not responded to five replace meter letters that were sent by mail to his home. Customer stated that mail was not his preferred method of communication, and that we could have reached out by other means of communication. He ignored the letters as junk mail and felt a phone call should have been made. I advised that letters are our method of communication because there is a paper trail, and is a sure method of contact with the customer. Based on his request, I made note that his preference of communication is by phone, but reminded him that letters will still be mailed for any contact. Water was already turned on the morning of 6/22, and I waived the reconnection fee for the customer. Customer is satisfied with the handling of the complaint. Customer Advocacy Rep was John T[redacted]
This work was completed and restoration (top soil/seed) was put down per our contractor, on July 2nd.
I placed a call to this customer to advise that the collections department is refunding the balance of the money not applied to her New Jersey American Water bill to her via check. I could not leave a message because the mailbox is full. If the customer calls she can reach me directly at [redacted]...
[redacted] Selina K[redacted]/NJAW Customer Advocacy Tell us why here...